You submitted a request a few weeks ago and have been notified that it will be charged back to you. You may have questions like:
When do requests that I submit get charged back to me?
We expect that residents handle basic maintenance issues and any property damage beyond ordinary wear and tear caused by an individual, whether accidental, negligent, reckless or intentional. We reserve the right to chargeback for work orders that where tenants suggested an incorrect or unnecessary repair or were missed due to no shows from tenants.
As a partner who benefits from shared rental profits, we encourage you to resolve minor issues independently to avoid reducing your share or being directly charged back. You can go to this page to see a list explaining what maintenance charges tenants are held responsible for.
How are they determined to be my responsibility?
It's possible that you submitted the work order under the impression that the issue was not caused by you. This often happens with leaks, broken appliances, etc. but may ultimately be a tenant responsibility due to clogs, overstuffing of appliances, etc.
Only the vendor who was onsite is able to confirm that an issue was tenant caused. Chargebacks added to your account have been assessed as caused by the tenant whether accidental or intentional.
What options do I have for paying this?
We understand that unplanned expenses can be stressful. If needed, we can offer you a payment plan over 2 months. Please reach out to success@upandup.co to enroll in a payment plan.
Why can't this be taken from the Wallet?
Any basic maintenance issues listed as a tenant responsibility or property damage beyond ordinary wear and tear caused by an individual, whether accidental, negligent, reckless or intentional are ineligible to be taken from your wallet.
How can I prevent being charged back for situations like this?
It is our priority to ensure your home is clean, safe, and functional. Sometimes chargebacks are unavoidable as tenants are responsible for property damage. BUT there are ways to reduce costs…
- Visit our Current Renters Maintenance Support page or research the issue and attempt to fix the issue yourself.
- Avoid emergency tickets - tenants sometimes mark a ticket as an emergency to be serviced sooner, however this results in an increased bill due to using our emergency vendors, work being done during off hours, etc.
- Before submitting to the portal - check this link explaining what maintenance charges that tenant's are completely responsible for. Please note that if you submit these issues in the portal, they will be billed directly to you.
- Do not assume you know the cause of the issue, you could be suggesting unnecessary repairs. - Latchel and our team need as much context as possible to send the correct vendor. For example, if there's a leak in the home and you suggest that it's coming from the roof - we'll send a roofing specialist. The leak turns out to be from a pipe and the roofing specialist still needs to be paid for their consultation. When in doubt, report the problem you see - not what you think the source is. You could be suggesting an incorrect or unnecessary repair.
Example: There's a leak in living room coming from the wall.
Correct way to report the issue:
"I have water coming in through through the living room from the wall."
"There is a leak in the living room."
"There is water in the living room."
Submit photos of the leak along with the original request (this ensures that even if the report is incorrect, we will be able to fix the report after reviewing the photos).
Incorrect way to report the issue:
"There is a roof leak."
"There is mold in the roof/attic."
"Please send a roofer to fix the roof leak (with no photos)."
Exceptions are if you are familiar with the issue and are confident in your assessment or have already had a licensed professional provide an assessment of the issue (if so please attach that assessment to the ticket).
- Show up for appointments - There is a standard $100 no-show fee. Professionals need to be paid for their time even if they're unable to do the job due to tenants' not showing up or not enabling access to the home. Make sure someone can be there at the agreed upon time. You can also give permission through your work order portal to allow access without someone home. However, you must give vendors a way to get inside of the home.